Sr. Associate - Network Operations - Voice Engineering at AT&T Careers - AT&T Careers
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Sr. Associate - Network Operations - Voice Engineering

Bengaluru, Karnataka, India

24x7 Tier 2 / 3 Operations support in IP telephony and voice engineering.

Work as a team member to resolve incident and problem tickets pertaining to IPT and voice engineering for a global customer.

Perform MACDs for BAU support on Cisco CUCM and AVAYA PBX

Roles and Responsibilities:

Responsible for the quality and integrity of the Incident Management process on IPT and Voice engineering End to end Management of the lifecycle of Major incidents. Focus on Service restoration Responsible to identify and capture impact and urgency. Participate on technical bridges and coordinating service restoration efforts with service centers, vendors, suppliers and service providers Providing a timely update on Executive Management bridges for Major incidents as required until closure Participating in Customer management bridge for major incidents and facilitating incident resolution by collaboration with Customer and suppliers. Identifying incidents which need special attention or escalation Timely management of escalation (per SLA durations) when there is no clear path to resolution by maintaining proper visibility for critical issues and ensuring the right resources are engaged to resolve the incident Managing break-fix activities during incidents to provide any workaround solution incident resolution Candidate must identify, classify, resolve, and document issues that cannot be resolved through the Incident Management Process. Manage & Drive Telecommunication, Network & IT infrastructure escalated incidents. Manage Incident progress & resolution communications. Publish Incident status to the customer via bulletins until resolution. Candidate will develop reporting, tracking and remediation criteria for chronic issues. Document troubleshooting steps and service restoration details, Create and submit knowledge articles.

Key Competencies and Skills:

Experience level - 5+years; ""Requires advanced technical knowledge and programming and troubleshooting skills related to CISCO Unified Communications Manager (CUCM/CCM/CallManager), Unity Connections, IM/Presence & Jabber, Cisco Voice Gateway (MGCP, H323, SIP) & SRST configurations, CUBE-SP, virtualization, and fundamental data networking experience; • Technically proficient in the area of voice networking and Cisco IPT equipment configuration, specifically: CUCM(Cisco Unified Call Manager), Unity Connections (Voice mail), Presence, CUCDM/Voss, Cisco Voice Gateway (MGCP, H323, SIP), Jabber, CUBE-SP, and SRST configurations • In-depth knowledge of tools, processes and procedures for Network Engineering. • Excellent communications and interpersonal skills with a professional demeanor to enable communication at all levels. • Flexible work hours, supporting 24x7 in shift.

Education and Qualifications:

B.E / B.Tech in Information Technology or communication engineering 5 Years experience in Cisco IPT or Avaya PBX ITIL Foundation and CCNA Colloboration Fluent English is Mandatory.

Additional Information:

Need to support 24x7 rotational shift.
Job ID 1910840-I Date posted 09/10/2019

Interesting to work with AT&T which always expected their employees to groom.


You will always get the credit for your work and also will be appreciated. Even in this much of big team you will always be recognisable.


Deadlines they are giving is very short period. So, always need to extend our times in the office and sometimes need to work on holidays.

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